Terry Golesworthy
Terry Golesworthy
As the president of The Customer Respect Group for 7 years, I focus on the online experience of consumers. Online experience has always been bigger than the company website, from the response to email to integration to other offline channels. It has now grown to include social media.
Will Coca Cola Drive your Social Media Strategy?
In a recent interview, Coca-Cola CEO Muhtar Kent recently told the Harvard Business Review that social media marketing now accounts for about 20 percent...
Google Plus – How Important is it? Search me
Possibly the last thing we all need is another social network to manage; So, the first question is – can we ignore Google Plus,...
Identifying Top Tasks Becomes Essential with Mobile Sites
There is a distinct trend towards identifying and supporting top tasks on websites. Consumers go online to get things done and the reward for...
Watch Your Site Visitors Carefully To Get The Critical Data You Need
How do you know your visitors can complete their most important tasks successfully and efficiently? The answer is simple: observe them and use a...
An Offer You Can’t Refuse or One You Can’t Understand?
Are your words hurting website usability Are consumers ready to buy insurance online? The jury is out on that. However, when it comes to consumers...
Career Path for Journalism Majors – Insurance?
Social Media is a collection of inter-connected people networks – create interest at any point in the network and content can spread. People have...
Re-Gaining Consumers Trust – A Role for Social Media?
Recently I have spoken at a number of insurance conferences and with industry executives about social media and the most common question I get...
USAA’s new Life Insurance page: Tasks Rise to the Top
The most striking aspect of USAA's new Life Insurance page, redesigned recently, is that its whole purpose has been changed. It has evolved from...
How Good is Your Insurance Company- What is your Opinion?
Ever since Amazon popularized them, reviews have exploded about hotel, books, appliances and even cars. But, can they provide any value when applied to...
Going mobile: what questions should companies be focusing on?
What role does mobile play in your industry? If this is a question that is difficult to answer, you are in good company as...
If Social Media is the Solution – What’s the Problem?
Social media is a fascinating and exciting new technology – but every solution needs to solve a recognized problem. Clearly, social media plays a...
Natural Disasters and the Strategic Role for Social Media
The problem for insurers is not necessarily competition from rival carriers but the general state of under- insurance in this country. Consumers, increasingly electing to...
State Farm: Life insurance just got easier (again)
State Farm has continued to improve its site with a redesigned life insurance section. Last month we showcased the new homepage, featuring a de-cluttered,...
People Come to your Website with a Specific Task in Mind – The United States Government
After bringing news of the UK initiative to focus local government websites on Top Tasks, there seems to be somewhat of a trend going...
Insurance and Twitter – Who Gives A Tweet?
The majority of insurers have established a presence on Twitter in part to listen to what consumers are saying about them, their competitors and...
Google Plus – Yet Another Point of View
Google Plus has created a great deal of interest but has also divided the social media community. Even the commentary on the Google Plus Growth...
State Farm’s new homepage: simplicity is the key
The overriding goal behind State Farm's recent homepage revamp, was, it seems, to simplify. Remove clutter and increase visibility of the key tasks of...
Social Media — One to One Dialog or Shouting to the Crowd – Your Call
Social media is not out of the infancy stage, yet we are already starting to witness a transition to what might be the next...
Social Media – Insurers are from Mars and Agents are from Venus
In the 90's a John Gray wrote the book "Men are from Mars and Women are from Venus". The book sold over 50 million...
How Much Should you Donate to Gain a “Fan”
A significant factor for any successful Facebook strategy is the process of "fan recruitment". This is especially true in less glamorous industries such as...